TalkTalk Broadband Reviews

Hi. I am SO pissed off! I will give a bad review on talktalk wherever possible! Your staff are completely unprofessional and clearly do not understand the processes well enough to deliver successful customer service!
I applied for a home move, now im not moving home anymore. I contacted talktalk and had the home move cancelled which i was told was successfully cancelled. I specifically told the woman that i DO NOT WANT MY INTERNET GOING OFF AT MY CURRENT ADDRESS because i am working from home and have children trying to access homeschooling! Yesterday my internet was disconnected regardless but my landline was still working. I contacted talktalk AGAIN and after nearly an hour of needlessly having to check the router etc i was told an engineer would have to replace my router, which i informed the woman AGAIN that it's not a physical problem with my router but a technical problem with my connectivity! She then transferred my call to someone else who finally explained that i had the "move" cancelled but not the "disconnection" which i understand now. I asked her to reconnect my Internet and she said it should be connected within 24hrs. Its now been over 24hrs and my landline is now disconnected!!!! I contacted talktalk once again, to which the lady now says my ENTIRE ACCOUNT has been deactivated! MY ENTIRE ******* ACCOUNT!! Now they have to come collect my landline and reissue an entire new everything! This is SO unacceptable and frustrating!! No one at talktalk knows what the hell is going on! Is there anyone anywhere on your staff list that could possibly tell me how to put my internet back on, please!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Box arrived in time, setup was easy, but after 3 weeks, my internet COMPLETELY stopped working.

I called TalkTalk customer service, after an hour on the phone, they sent an engineer who was not able to fix it.

After 2 more subsequent engineer visits, and after 4 hours and 37 minutes of phone calls where they "tried everything we can" following the same exact script each time, my internet still didn't work.

I then asked for a call back from a manager, which was promised within 48 hours. 11 days later I received a call from a "less than friendly" manager claiming I could NOT cancel my broadband without paying £150 cancellation fee (even though I was less than 2 months into my contract and my broadband didn't work for over 3 weeks).

Absolutely terrible service, terrible customer service and obviously a company that just wants to make money and doesn't care at all about the service it is providing.

Not be fooled by the prices. Go with someone more reliable and that cares about their customers.

In summary, I spent almost 5 hours on the phone with them, had 3 engineers visit and was threatened with a £150 cancellation fee even though I had NO internet.

AVOID AVOID AVOID

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

TalkTalk customer service is unable to resolve customer issues.

Our internet was due to go live on 18th. The OpenReach team couldn't activate the line on that day, and TalkTalk then failed to reorganize an appointment.

Subsequently:

— We had 3 cancelled engineer appointments, none of which TalkTalk alerted us to;
— We issued 2 call-back customer complaint requests, to which TalkTalk never responded.

We even had our complaint escalated to CEO level.

As per TalkTalk's complaints process, the CEO department commits to respond to CEO complaints within 5 working days.

It's been 10 working days, we haven't heard a thing (we only get to speak to them if we call them and wait on hold for at least 45 minutes a time).

To make matters worse, TalkTalk cancelled our account without contacting us first, which cancelled a pending engineer visit.

The company then charged us £50 for a service we did not have access to — and they now say they cannot issue a refund until 10 days have passed.

What's perhaps the most infuriating aspect is that TalkTalk only based its sales agents in the UK (despite being a UK & IRE company).

The second you need actual support, you will have to speak to agents located in South Africa, the Philippines, or elsewhere, so it's no wonder there's so much inefficiency and breakdown in the whole customer service process.

If you use TalkTalk and never need support, they're fine (we had an old connection, we never had an issue, all was good).

If ever you need customer support to help you, please help yourself by finding a new broadband provider.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I will suggest to avoid this company as much as possible.A company whose services I do not recommend to anyone.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Literally refuses to let you cancel...

I have moved to a new location and want to use another provider, called Talktalk to sort this out. After being tranferred to literally 3 departments trying to convince me to stay, they finally said they would cancel my account and sent me a bag to recycle my router. This was in Nov.

In Jan, still receiving bills, I contacted them again, and had to go through the same stupid process of speaking to 3 teams to convince me not to cancel EVEN THOUGH THEY SAID THEY ALREADY PROCESSED MY CANCELLATION AND I RETURNED MY ROUTER.

LITERALLY HOURS OF WASTED TIME.

HORRIBLE....

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Appalling service.. no internet over christmas thro THEIR fault not ours. Could not use smart tv or any internet sites. Most miserable time ever. Poor communication. No sense of urgency.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I have been trying for over a month to sort a problem with them. This must be the worst communication company to communicate with.

• Satisfaction
  1 star
• Customer Service
  1 star

Alex just installed our wifi today, he was so lovely and considerate! Couldn’t recommend him as an engineer enough, I hope he gets lots of lovely feedback!

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  4 stars

Shocking company cannot talk to a human being in this country. Sent email to their CEO, I received a standard letter. Need to get away from TalkTalk & Walk Walk!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Talktalk customer service is not helpful and not useful. I will not recommend them at all.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Charged unfairly £144!
I had a broadband and landline contract with with Talk Talk and because lately the internet connection was dropping very often I had to call customer service to cancel however they persuaded me to take on another contract "fibre contract" that apparently would work better and that I would have another 20 days cooling off etc.
Because the internet had same issues I decided to cancel the contract being assure over the phone by Talk Talk that there won't be an early exit fee etc.
However after another month I received a bill with £144 early exit fee!
After calling again the costumer service they said it's the fault of new provider, Virgin Media, because they did not switch within "cooling off" therefore Talk Talk considered the cancellation on disconnection day and not the actual phone call requesting the cancellation.
Stay away from Talk Talk!!!

• Speed
  2 stars
• Reliability
  2 stars

Everything about TalkTalk is terrible. They have the worst possible customer service. They consistently fail to deliver on the things they promise. They consistently mess up bills. Their broadband speed is hopeless and despite hours with customer service never gets fixed nor any monies credited despite a so call "guarantee" on their speed (which falls well below their guaranteed level even according to their own statistics on my account portal). Do not get duped by their promises. They will fail to deliver time and time again.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The internet is really slow and when you call them about it they just suggest an upgrade. They wanted me to open up a speed check webpage which I couldnt even open cause the internet was being so slow that day and they tell me to wait until I can do a speed check. What the h*ll?

I also took over ownership of another contract and when I did so the contract restarded for 12 months, which is not what I wanted. I tries to solve this and they needed me to contact the previous owner who had moved and for them to call and solve the problem for me. After 5 months imagine being asked to do that! Such a terrible service, they make mistakes and then ask for you to chase people and information around to solve their problems! Its a massive scam.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Pathetic signal keeps dropping glad my contract end February

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

got fibre broadband speeds meant to be 35 get 28 29 constant buffering.spoke 2 times to tt online chat.excuses excuses.30 days monitoring my internet well over.the usual faults implied its in ur home. i suggest emailing the new ceo.as i got fed up few yr ago i got in touch with dido harding prob sorted in a wk.the prob was not my home.shocking service

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

AVOID if you care about your time and money.
Purchased a plan. They send the router, plugged in and no Internet connection.
Reported the issue, they said the technician sorted out the issue. Told to wait 2 days. After this still no connection.
Asked for a cancellation wich is my right within 30 days... After long debate, they tried to push me to wait for 29 days for them to fix the issue.
I told them they couldn't activate a phone line within 2 weeks and I suppose to wait for them 29 days?
You judge for yourself.
The contract was cancelled eventually.
Avoid a major disappointment.

Utterly shocking service. Worst customer service team I've ever dealt with. Couldn't orginise a pi*s up in a brewery. An utter sh*t show

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Horrendous. Worst customer service I have EVER EVER experienced. AVOID AVOID AVOID!!!!! You can phone up all the times you want, be on hold for hours, speak to no end of people, email, fill in their online chats, and you will STILL get NOWHERE!!!!! It has now been 11 months since i submitted a change of ownership on the account and still hasn't gone through, and it never will. Now after even more wasted hours I am trying to cancel and of course they still want to charge an extortionate fee. I am now liable for it all despite trying to change the ownership 11 months ago! They promise and promise to look into it and call you back, they never ever do. You can raise complaints and it will do nothing. AN EMBARRASSMENT OF A SERVICE!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Talk Talk have what I can only describe as appalling customer service. After being a customer for 8 years and zero issues with monthly payments, I was in the process of selling my property, without an exchange date the buyer jumped the gun and her provider notified talk talk they would be taking over - fast foward three months at exchange I ask talk talk if we can 'freeze' my account and move it to my new address (I was on a 2 year contract) the answer was no! I then had to pay £176 for, well, nothing! I couldnt risk bad credit rating buying a new house! My advice? avoid at all costs!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

this is the worst broadband ever sky is a 100 times better than this. such a poor connection i am soo mad at me that i choosed to connect this broadband in my house. worst customer service ever

• Speed
  1 star

So I tried to cancel their broadband because I've moved. I've done this before with Sky, BT and Now TV who just cancelled it at my request straight away.

Then here comes TalkTalk. Called yesterday to cancel, told me their system was down so nothing could be put through. Rude customer service who barely understood anything and sounded like he just wanted to school me.

Changed to live chat today. First person kicked the ball down the line to Loyalty department. The guy in Loyalty department tried so hard to sell me new contract like his life depends on it. Not me, okay, how about your friends? your families? your landlord? the new tenants coming to my old place? (like I know them?) blahblahblah. Well how about my dog or the random screaming seagulls on my roof?

When he finally realised it's over by kicking the ball down to Retention Department. It took them another 20 minutes just to come back saying their system was still down and the only thing they can do is to arrange a call back when their system is back up??

Then it comes the 30 day notice period, never clearly stated when signing up but hiding in the middle of a 17-page long T&C. Never ever had such problems with any of my previous suppliers. Okay I'll give you this one. My bad for not treating your mighty company as a potential scammer and scrutinise every word you put out there and gave up when I had the chance.

Not to mention that their broadband was not great either and do bear with them if you found your internet down every other week

The way they try to retain customers is an absolute disgrace. Never ever again and I'll make sure my experience is shared with as many people as possible.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

would like to give no stars .this is the worst broadband and home phone company i have ever dealt with .been with them for a month 1st 8 days no phone .a week later no broadband .now phone not working properly .stuck with them for 18 months .had engineer to my house for broadband . fault was in the exchange .they want another engineer to come to check the phone when he checked it 3 weeks ago .i think they need to pay you to have talktalk in your house .it will be worth paying up the 18 months left to get rid of this s--t

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Attention!!
Talk talk it's fraud company, grab money for really bad connection. Guaranteed is 35 mb but in the test have only 10 mb. If you try contact with service, you never get answer. Engineer should be come in 2-3 days but this is never happen. For my Scammers! Better switch for different broadband company.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I signed up for the 60mb service and only got 27mb, not happy. Customer service: they seem to be trained to very carefully bounce you around until you get bored and give up without the problem being solved. The customer is always wrong.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  3 stars

Customer Service of Talk Talk is unbelieveably poor, after spending the past three days on the phone with them, each day I called and was told something completely different than the day before, they gave me 4 different prices for the same broadband package. I really felt they were trying to rip me off, I even started recording the calls. I have never experienced such unprofessional, untruthful customer service.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

We have had intermittent problems and slower than guaranteed minimum speed (34mbs) for over a year. Despite many calls it has never been resolved. In Sept 2020 the speed dropped to around 15mbs and cut out multiple times daily. It has taken 2 talktalk engineer visits and over 20 calls (total logged call time of 17hrs) for them to finally send an openreach engineer who resolved it immediately. Customer service is terrible, having to repeat and go through the same explanation, checks etc every time, and being passed from person to person and being told they have done something that should resolve it.
Despite being told on 4 occasions I would get a refund under their speed guarantee - this has not happened and I have given up spending time trying to contact them to explain and request it.
To cap it all, then they charged £80 for their engineer visits (despite it only being resolved by openreach). After a further 3 calls (lasting approx 1.5hrs) it looks like it may be credited to my account soon.
I would recommend avoiding them on all aspects of their service. I will not be renewing my contract when it expires.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Hi, I am not happy with service you provide, as then would like to terminate the contract with you. I have waited a month for the engineer to come to install the wifi which he didn't for some reasons and said we will send another engineer soon but it is been 2 week no one said anything. It is not even worth 1 start, wouldn't recommend for anyone, very poor

Might as well be a scam with how they operate. Called in nearly a week ago with a fault, assured that I would be put through with an emergency 24/48 hour appointment - lie number 1. Five days later ten minutes after they are due to arrive I recieved a phone call - apparently *I* have canecelled my appointment to go to hospital. No I haven't. Another call - no my engineer is going to hospital and no one is available and they don't know when someone will be - this was lie number 2; because when pushed further they found a new person in less than half an hour. Only the cocky, arrogant engineer - Wayne - they sent out, spent his time telling me how BT engineers are useless and call center agents are useless and that the fault is with the BT line - lie number 3. Because when BT come out we learn that the issue is with the router, a router that would have been in his van at the time. So now I have to wait a further 3+ days for them to send me one in the post because they "don't have anyone available" to come and put in a two minute job that *their* engineer should have fixed.

Meanwhile I'm a vulnerable person, stuck in a home where not even my TV works without internet and am expected to just continue to sit here while they charge me for each phone call, not tp mention the extra phone data I have to buy! Almost £60!!

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

I went with talk talk thinking that fibroptic wave band should not cause problems... a big mistake, I must say! You tube , netflix and internet have their moment , a bit too often for my liking. So I call them , a lovely lady apologies and say she will increase the signal ( what ? On fibroptic ? ) anyway somehow it gets better but within weeks, the same problem starts all over again. I dont want to have to call regularly to remind those people that I expect what I paid for and I am counting the days for my contract to finish and go with more serious providers.. honestly!

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  2 stars

i have with talk talk from more then 14 years, talk talks Customer service is very bad, they charged me over and over ,when i phone to then every time they have new person and diffrent story. not help , they did not tel,me and put price up every time , do not use this if give free,

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Pathetic level of service. They dont have a clue what Openreach tells stories about fixing thing. This is prime example of what happens when the company have no boots on the ground and have no knowledge of how things work and simply piggyback on someone else's infrastructure and knowhow to earn money.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

We've had an extremely disappointing performance from our overpriced 4G EE box for the last 18 months, which we chose because we couldn't get fibre at our previous address.
As the end of our contract coincided with our move, we let EE know we would be leaving at the end of November, and arranged for Talktalk Fibre Broadband to be installed 16th November.
On the 16th, the engineer showed up at 1pm, and then said there was a problem with the line outside and he would be 15 minutes and then return with a cherry picker to fix the line. 3 hours later, I called Talktalk, was left on hold for another hour, and then told he would probably come back before 6pm. He didn't.
I called them back and they said they would call me to rearrange on 19th November. They called me and arranged an appointment for today. They did not come. I called them and they weren't able to provide any explanation for why they hadn't come, and said they could rebook an appointment if I called them in 24 hours time.
Needless to say, our journey with Talktalk ended abruptly at that point, and I'm now left with the job of returning the box.
I've booked an appointment with Virgin who will hopefully actually show up.

• Satisfaction
  1 star
• Customer Service
  1 star

This lot at talk talk are as bad as it gets , they take stupidity to a new level ! They have somehow managed to mix up to accounts my daughters and mine we seem to be paying each other’s bills , passwords are mixed up account names don’t correspond with addresses and after so many calls they still haven’t managed to sort. Worst service on planet earth . If you want to be left feeling like jumping of a bridge this company will definitely give you motivation to jump. Don’t touch with a barge pole. You have been warned you won’t be the exception where it ends well.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Have to use my mobile data on a daily basis as wifi is slow/does not work.
According to customer service everything is fine.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I am very unhappy with TalkTalk broadband the connected is terrible I have been very long with TalkTalk and I am going to leave you

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The broadband internet is terrible very poor connection not happy with it at all I wouldn't recommend TalkTalk to anybody

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  2 stars

called TalkTalk in May 2020 to report a faulty wall socket their team in Manilla who I could barley understand told me it was up to me to contact BT and pay for replacement /repair, called again still in May and they promised me a call back in 24 hrs from a manager now we are in November and still nothing.last time I spoke to them they put the phone down on me. AVOID LIKE THE PLAGUE.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I've been with talk talk for almost two years. It is one of the most worst experience of my life!!!!!! I had 5 time internet disconnected for several days each time in these months without a communication. The staff is terrible don't know how to communicate with who is suffering form a service that is not being provided. The website shows no problem but the reality is different. They said it's not our fault it's openrich problem but we dont know who is this company because i pay to talktalk. During the national lockdown we were left behind without Internet for more then one week and this time they are still doing the same game. Most importantly i had to join in zoom meeting from the computer but wasn't able. And I got two small kids and seeing suffering them was the morst feeling ever.!!!!!!!very very very very bad service!!!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

My mother died in May. I used the Tell Us Once Service and I notified the bank. My brother still lived in the house and said he would inform TalkTalk. He forgot, he was grieving and going through the pandemic. In October we receive demands to pay £200+ from a debt collection agency. TalkTalk never wrote to us or my mother to question why the direct debit was cancelled but they kept the account open and running into debt until September.
When I contacted them, they informed me that relatives of the account holder did not have to pay but they would pursue my mother's estate because it was her debt. My mother could not have paid because she died!

Absolutely disgusting.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely shocking product delivery and customer service I have ever received in my whole life!
Months of complaints and stress and never getting promised speeds. When I finally decided to move provider, they put me through hours of call centres all over the world with delay tactics and not allowing me to leave the contract without paying penalty fees.
The most unfair and fraudulent company.
DO NOT SIGN UP WITH TALK TALK.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star